Seara and Friboi are investing in customer service using Brazilian sign language – Libras
10 | 01 | 2023
Aiming to make customer service more inclusive and to strengthen the relationships with clients and consumers, the Customer Service Units (CSU) of Friboi and Seara have just implemented customer service in Libras, Brazilian Sign Language. The JBS brands are the first in the domestic protein sector to provide deaf customer attendants to clarify doubts and support the demands of wholesale and retail clients throughout Brazil.
The new form of customer service of Seara and Friboi is available on the site of each business (www.seara.com.br and www.friboi.com.br), from Mondays to Fridays between 9 am and 6 pm. At weekends and on public holidays, both CSUs receive demands by e-mail, web site and through their respective official profiles on the main social networks.
To use the new channel, clients must click on a customer service icon in Libras located at the foot of the homepages. A new page will open, displaying a recorded, subtitled video, as well as a person explaining in Libras how the new service works. During the process, the client will be redirected to a deaf customer service attendant who will deal with them in Brazilian Sign language via a real-time video call.
“Implementing Libras in the customer service channels is a one-way journey for Friboi. Investing in diversity and inclusion is more than urgent in current society. It’s about granting access and equal treatment while acknowledging the importance of all our clients, whether private individuals or businesses”, says Mariana Mattos, Quality Assurance Manager at Friboi.
Besides being the entry door to the relationship with suppliers, resellers, wholesale buyers and end consumers, the CSUs of Seara and Friboi also clarify doubts while logging suggestions and criticisms. To use the resources of Libras, the customer service professionals received training in different issues of the two businesses and their respective product portfolios.
“At Seara, customer service in Libras is available on the institutional website for all brand categories. This further emphasizes our dedication to the aim of inclusion and commitment to being increasingly better prepared to serve all our publics”, asserts Mellina Casseb de Almeida, Client and Consumer Services Manager at Seara.
Pessoalize, which specializes in digital channel customer services, was chosen to be taken part in building the project as it has been at the forefront in customer service using Libras in Brazil and has a department dedicated to this type of operation.
“We are talking about accessibility for all deaf clients of JBS, and we are talking about inclusion of deaf professionals in the labor market, with the possibility of building a career and an active role with the same opportunities as non-hearing-impaired professionals”, states Edy Pereira, head of Libras at Pessoalize.
Escrito por: Oxigenweb